MOR-PROC-003 Version 2 Last Review Date: August, 2024
1. Identifying an Urgent Issue
This section details how a CMMS Support team member can identify what issues should be considered urgent.
1.1. Criteria for Assessing Issues
When an issue is found, which can occur via the usual CMMS support channels or otherwise, the issue should be considered against the below assessment criteria. Where it meets one or more of these, it should be considered urgent. Generally speaking, issues should only be considered urgent when they are affecting the Production environment, except where security is involved.
- The issue affects a large number of users.
- The issue prevents important functionality from working, which can include logging in.
- The issue relates to security.
1.2. Use Discretion
It is not feasible to list every possible urgent scenario as there can always be unexpected issues, therefore the below list should be considered a guide and not absolute. CMMS Support team members are required to use their discretion when deciding on whether an issue is urgent, erring on the side of caution. If a particular issue doesn’t fit into the below scenarios but still meets the assessment criteria from 1.1, raise it as urgent with the System Manager anyway and request clarification if needed.
1.3. Table – Urgent Issue Descriptions
| CATEGORY | ISSUE |
|---|---|
| Functionality | Any issue that appears to render an entire view non-functional, such as if key line items to do not appear, or an error message appears and the view does not function. |
| Security | Any real or suspected security issue, such as compromised user accounts, unusual activity, or DDoS attacks. |
| Authorisation | Any issue that prevents valid users from logging in to the Portal or App. |
| Work Orders | Any issue that prevents the raising of Work Orders. |
| Invoicing | Any issue that prevents the raising of Debtor Invoices. |
| Logging On | Any issue that prevents App users from logging on or off Work Orders. |
2. Raising the Urgent Issue
This section covers how and to whom an urgent issue should be raised.
2.1. The Goal of Raising an Urgent Issue
Once an urgent issue is discovered, the primary focus is ensuring appropriate action is taken expediently. This requires that confirmed contact is made with the System Manager, the developers, and that all known information about the issue is made available. The following steps should be taken:
- Contact the System Manager and confirm acknowledgement of the issue with them. This may require the use of multiple channels, and effort must be made to re-attempt contact if initial attempts fail.
- Raise bug(s) on the appropriate DevOps platform, with all known info, to allow developers or other CMMS Support team members to take action.
- Should the System Manager not be available, contact should be attempted directly with the developers via the usual Teams or phone channels.
2.2. Channels to Raise an Urgent Issue
- Email to the System Manager
- Microsoft Teams (via direct message to the System Manager, or in designated Teams chat)
- Phone